Dan Mccord Email & Phone Number

Ocala, Fl, Us

New York, Ny, Us

Worked with leadership, subject matter experts, and other facilitators in an Agile environment to redesign the current training program so that it is in line with that of other departments. Actively reviewed and rewrote instructor and participant material, created assessments, and developed review material utilizing the ADDIE method. Facilitates classes ranging in size from 15-20 people for 4 months to prepare new hires for their careers as underwriters.

New York, Ny, Us

Collaborated with both internal and external business partners to create, update, and modify training materials and programs to meeting business needs. Facilitated classroom and virtual blended learning curriculum while maintaining the accuracy of training materials. Provided mentoring to identify and correct knowledge or performance gaps. Helped with newly hired designers and consultants acclimate to the team. Worked with Captivate, xAPI tagging, Veyond, and other design programs.

New York, Ny, Us

Assisted in establishing the customer service team with a new vendor which included training and leading all the new team leads, trainers, QA specialists, and initial service representatives. Continued to develop and modify training material and style to adapt to the virtual environment. Worked with leadership across the company to ensure that training was delivered in a consistent manner both internally and with vendors. Assisted with onboarding, training, and observing new Subject Matter Experts and transitioning them into independent facilitations.

New York, Ny, Us

Worked to establish relationships with new vendors and set their new hires up for success. Led new hire classes through several different projects to show consistency in training. Worked to update training material wording and format. Developed alternate training methods in preparation for moving to the virtual environment that helped to keep training engaging and consistent. Excelled in communication with all levels of leadership and acted as an ambassador for Travelers.

New York, Ny, Us

Worked to establish a comfortable learning environment for new hires. Worked to keep the schedule on track and that all segments are completed. Facilitated and delivered training material, altering course to work with different learning styles. Delivered personalized office hour segments to fill in knowledge gaps and prepare for assessments. Reviewed calls for customer experience scoring.

New York, Ny, Us

Assisted ISRs with finding answers and how to best explain them to the customer. Handled escalated calls from our insureds regarding billing, underwriting, and accommodation issues. Worked with managers on special projects. Performed special training projects including cross training service representatives for Customer Experience calls and licensing. Helped to support morale, communication, and training with a team that is split between call center and remote members. Continuously partnered with the training department to lead cross training for various programs.

New York, Ny, Us

Helped with onboarding our vendor partner, Cognizant, both in our center and onsite. Served as a lead roamer and mentor, led debriefs, and looked at as a leader by trainees, other roamers and management. Worked as a mentor and roamer with both direct new hire and vendor partner classes. Conducted office hours to help reinforce key concepts. Acted as a team knowledge base and pro-actively reaches out to struggling teammates. Received the 2016 InSynch Service Award for going above and beyond with service to our customers and other representatives

Bachelor Of Science, Human Resources Management

Associate Of Applied Sciences, Management